Well that was a pleasant surprise!

mwheinz · 05-17-2011, 06:55 PM

I bought a Kobo wifi for my son from a closing borders. They explicitly said "no returns".

Sure enough, a few weeks later my son managed to mangle the screen - he things it got mashed in his bag.

Given the circumstances of the purchase, I figured it was a loss.

So, I gave him my old Sony reader and, on a whim, contacted Kobo to get an estimate on a repair. They said they'd send me an RMA box to return the reader, and I put it out of my head.

Today the RMA box showed up, with another Kobo in it.

Very nice.

stickybuns · 05-17-2011, 07:00 PM

That's fantastic! I love hearing about companies that offer great customer service.

ReneAZ · 05-18-2011, 11:45 AM

Nice, looks like they're taking a page from Amazon's book. This is what you expect from Amazon; it's nice to see Kobo stepping up. Makes me feel a lot better about buying a Kobo.

IcecreamLtDan · 05-19-2011, 01:05 PM

Well, the difference is, you bought the device from Borders, but contacted Kobo about the reader. They are two different companies. Borders does not take returns on the Kobo reader, as my sister discovered a few weeks ago. However, Kobo does, and will continue to do so, even if Borders does disappear. My sister was rather upset, but once I explained to my sister that Kobo is the company that makes the reader, she contacted them, and after a short phone conversation that I witnessed, she received a new reader in the mail a few days later.

Lizzie998 · 05-19-2011, 11:49 PM

I had the same experience. I thought Kobo were just going to send me a box so I could send my Kobo back to them to be repaired and when the box arrived it had a new Kobo in it! Well done Kobo customer support!

05-17-2011, 06:55 PM	#1
mwheinz award-winning bozo Posts: 258 Karma: 172703 Join Date: Sep 2009 Location: Philadelphia Device: Kobo Libra 2	Well that was a pleasant surprise! I bought a Kobo wifi for my son from a closing borders. They explicitly said "no returns". Sure enough, a few weeks later my son managed to mangle the screen - he things it got mashed in his bag. Given the circumstances of the purchase, I figured it was a loss. So, I gave him my old Sony reader and, on a whim, contacted Kobo to get an estimate on a repair. They said they'd send me an RMA box to return the reader, and I put it out of my head. Today the RMA box showed up, with another Kobo in it. Very nice.

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05-17-2011, 07:00 PM	#2
stickybuns Evangelist Posts: 405 Karma: 479729 Join Date: Feb 2011 Device: Kindle 3, Kindle Paperwhite 2	That's fantastic! I love hearing about companies that offer great customer service.

05-18-2011, 11:45 AM	#3
ReneAZ eBookaholic Posts: 79 Karma: 1071702 Join Date: Feb 2011 Location: Phoenix AZ USA Device: iPad Mini, Kindle Fire	Nice, looks like they're taking a page from Amazon's book. This is what you expect from Amazon; it's nice to see Kobo stepping up. Makes me feel a lot better about buying a Kobo.

05-19-2011, 01:05 PM	#4
IcecreamLtDan Groupie Posts: 178 Karma: 1928980 Join Date: Jan 2011 Location: North Carolina Device: JetBook Lite, Kobo wireless, Kobo Glo	Well, the difference is, you bought the device from Borders, but contacted Kobo about the reader. They are two different companies. Borders does not take returns on the Kobo reader, as my sister discovered a few weeks ago. However, Kobo does, and will continue to do so, even if Borders does disappear. My sister was rather upset, but once I explained to my sister that Kobo is the company that makes the reader, she contacted them, and after a short phone conversation that I witnessed, she received a new reader in the mail a few days later.

05-19-2011, 11:49 PM	#5
Lizzie998 Junior Member Posts: 4 Karma: 10 Join Date: May 2011 Device: Kobo	I had the same experience. I thought Kobo were just going to send me a box so I could send my Kobo back to them to be repaired and when the box arrived it had a new Kobo in it! Well done Kobo customer support!

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